At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time analytics, AI, cognitive technology and automation.

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!  

Customer Experience Managers in this role get to: 

Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer.

Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers. Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience. 

Our most successful candidates have: -

• Excellent data management and data analytics skills.
• Ability to manage multiple geos simultaneously.
• +2 years of experience as Quality Manager, trainer manager or Account manager.
• Experience in the BPO industry, background in sales is desirable.
• Skills: organizational, interpersonal, time management, competitiveness, teamwork
• B2 or above English level
• Creativity, proactivity, and have a bias for action
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel 
• Attention to detail and excellent organizational skills

This role is located on site in Bogota, candidates should live there or be willing to relocate to the city.